Muhammad Fahad Naseer

Experience

• 

  Pakistan Telecommunication Company Limited

  Jun 2009 - Aug 2009

  Internee

  Basic understanding of RF and Wireless communication

• 

  Rolustech

  Dec 2010 - Jul 2015

  Technical project design, daily scrum, Team, tasks, and project timeline management. SugarCRM (PHP) Developer. SugarCRM (PHP) Developer.

  • Technical Team Lead

    Apr 2014 - Jul 2015

  • Sr. Software Engineer

    Dec 2012 - Jul 2015

  • Software Engineer

    Dec 2010 - Dec 2012
• 

  IZeno

  Jul 2015 - now

  Responsible for Project Management including stakeholders, resources, timeline, business requirements gathering, analysis, solution design, documentation, training, and pre-sales activities.Projects handled:Executing an ITIL-certified Atlassian Jira Service Management solution to meet data center provider ITSM digital transformation needs, while handling incident, problem, service, and change management processes. Provided solution to integrate with their building management, security access, CCTV, and data center infrastructure management systems to capture real-time alerts & assign tickets to the right team via automated escalation workflows (solution provides self-service options to various external and internal users to find answers to common questions)Worked on ITSM solution to meet a Fortune 500 insurance company’s needs using Jira Service Management and Confluence by streamlining service request, incident & change management processes (solution provides efficient self-service options for different business unit users to find answers to common questions, raise, track, and close requests)Worked on an ITSM-based SOC project where we implemented Atlassian's Jira Service Management to streamline incident management. Integration with monitoring tools enabled us to capture alerts and notify stakeholders via SMS using CMDB contextual information. We automated incident remediation with XSOAR playbooks, executing predefined actions based on support team responses. When no playbook existed, notifications prompted the team to follow best practices for resolution. Additionally, we implemented change enablement practices, standardizing maintenance, patches, enhancements, and upgrades, integrating them with the CMDB. Service Request and Problem management functionalities were also incorporated. Overall, our solution significantly enhanced the support team's efficiency, resulting in a notable reduction in Mean Time to Resolve (MTTR) for issues. Show less Responsible for business requirements gathering, analysis, solution design, documentation, training, and pre-sales activities. Involved in application testing to make sure the business requirements are properly implemented and in UAT to facilitate issues logging and tracking.Projects handled:Worked on Telematics POC using Sugar Enterprise Edition for Japanese multinational automotive manufacturer, headquartered in Tokyo. Telematics drove Leads which were routed to Dealerships for Service management.Worked on Customer Marketing and Support Platform using Sugar CRM Enterprise Edition for a private tertiary healthcare institution, headquartered in Singapore. Implemented Customer and Doctors 360-degree views included admission and discharge details, events participation, surveys, and complaints. Back office integration to populate admission and discharge details.Worked on Customer Sales Platform using Sugar CRM Enterprise Edition for a retail and corporate travel & leisure management company, headquartered in Indonesia. Implemented Customer 360-degree views included flights and hotel booking. Back office integrations to populate CRM for real-time updates. Show less Responsible for business requirements gathering, analysis, solution design, documentation, and pre-sales activities. Involved in application development and testing to make sure the business requirements are properly implemented.Projects handled:Worked on Customer Sales and support Platform using Sugar CRM Enterprise Edition for the hospitality industry. Implemented Customer 360-degree views included Leads to Sales and Service management. Worked on Customer Sales and Project management Platform using Sugar CRM Enterprise Edition for building design Firm. Implemented Customer 360-degree views included Leads to Sales and Project management. Show less

  • Deputy Director

    Mar 2024 - now

  • Project Manager

    Feb 2018 - now

  • Senior Business Analyst

    Jan 2017 - Jan 2018

  • Business Analyst

    Jan 2016 - Dec 2016

  • Senior Software Developer

    Jul 2015 - Dec 2015